AI Support Operations Specialist

📋 Description Configure, test, and fine-tune Zendesk AI tools (Answer Bot, Generative Replies, Intelligent Partner with Support and Product teams to design AI-enhanced workflows that reduce friction and Curate and maintain high-impact macros, workflows, and knowledge base content that enable effective Analyse AI performance (deflection, CSAT, accuracy) and translate insights into continuous Act as the go-to connector between CX Ops, IT, and AI/data teams — ensuring AI tools support both Champion ethical, transparent, and responsible use of AI across all configurations and interactions 🎯 Requirements 2–4 years of experience in customer support, technical operations, or AI tooling — preferably Hands-on knowledge of Zendesk AI features (e.g., Answer Bot, Agent Assist, Intelligent Triage) and Solid understanding of support workflows, macros, triggers, and automation within Zendesk Confidence working with data dashboards and translating metrics into action Strong communicator with the ability to bridge technical tools and human teams A curious mindset with a bias for continuous learning and experimentation 🎁 Benefits Growth and Continuous Learning — experiment with cutting-edge tools in a curious, iterative Ego-Free Collaboration — cross-functional, supportive, and inclusive culture Ownership and Accountability — space to lead and shape how AI supports people and customers Purpose, Impact, and Flexible Work Styles — meaningful recognition and the freedom to thrive